FAQ

Shipping & Delivery

Do you ship within Canada?

Yes, we currently ship to all provinces and territories within Canada.

How long does processing take?

Orders are usually processed within 1–2 business days (Monday to Friday, excluding holidays).

Once your order ships, you’ll receive a tracking number by email.

How long does delivery take?

Estimated delivery time is 7–12 business days, depending on your location and local carrier performance.

Please note that delivery times are estimates, not guarantees. Delays may occur due to weather, carrier issues, or customs processing.

Where do you ship from?

We work with fulfillment and logistics partners. Depending on product availability, orders may ship from different fulfillment locations.

This allows us to process orders efficiently, but shipping times may vary slightly by destination.

Can I track my order?

Yes. Once your order ships, you’ll receive tracking information by email.Tracking may take up to 48 hours to become active after shipment.

What if my order is delayed or lost?

If your order appears significantly delayed or tracking shows delivery issues, please contact us at support@malinne.com.

We will investigate the shipment and work with the carrier to find a solution.

Returns & Exchanges

What is your return policy?

We offer a 14-day return window from the date of delivery for eligible items.

Which items are eligible for return?

To qualify for a return:

  • Items must be unused and unwashed
  • Items must be in original condition
  • Original packaging must be included

For hygiene reasons, some items (such as intimate garments) may not be eligible for return.

How do I start a return?

To request a return:

  1. Email us at support@malinne.com
  2. Include your order number and reason for return
  3. We’ll send you return instructions

Returns sent without approval may not be accepted.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is defective or incorrect.

We strongly recommend using a tracked shipping method.

Do you offer exchanges?

Yes, exchanges for a different size or color are possible depending on availability.
Please contact our support team to arrange an exchange.

Refunds & Payments

When will I receive my refund?

Once your return is received and inspected, we’ll notify you by email.
Approved refunds are processed to your original payment method within a few business days.

Please allow 5–10 business days for your bank or card provider to complete the refund.

Are shipping costs refunded?

Shipping fees are non-refundable, except if the item was defective or sent incorrectly.

What if I haven’t received my refund yet?

If your refund hasn’t appeared:

  1. Check your bank account again
  2. Contact your credit card company or payment provider
  3. Then contact us at support@malinne.com

Can I cancel my order?

Orders can only be cancelled if they have not yet been processed or shipped.
Please contact us as soon as possible if you need to cancel.

Products & Quality

Will the product look exactly like the photos?

We aim to display our products as accurately as possible using realistic lifestyle images.

Please note that minor color variations may occur due to lighting and screen settings.

Are your products comfortable for everyday wear?

Yes. We focus on styles that feel comfortable, easy to move in, and suitable for everyday use.

Privacy & Data

Is my personal information safe?

Yes. We use industry-standard security measures to protect your data.Payment information is processed securely by certified payment providers and is not stored on our servers.

What information do you collect?

We collect information needed to process your order, including:

  • Name
  • Address
  • Email
  • Payment confirmation details

We also collect limited technical data such as IP address and website interaction to improve site performance.

Do you share my information?

We only share information with trusted partners such as:

  • Shopify (store platform)
  • Payment processors
  • Shipping and fulfillment partners

We never sell customer data.

Can I request access or deletion of my data?

Yes. Under Canadian privacy law (PIPEDA), you can request access, correction, or deletion of your personal data where legally permitted.

Please contact support@malinne.com for privacy requests.

Customer Support

How can I contact you?

For any questions about your order, shipping, returns, or privacy, contact us at:

📧 support@malinne.com

Our team will respond as quickly as possible during business hours.